Fix It or Leave It? Customer Recovery from Self-service Technology Failures

By Zhen Zhu, C. Nakata, K. Sivakumar, Dhruv Grewal. 2013

226 citations recorded by the source corpus.

Subfields: Information Systems and Management, Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/7789f34a2fd96b275e5bd5694b406746f8ef9238

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Citations in the corpus

Examining factors influencing Jordanian customers’ intentions and adoption of internet banking: Extending UTAUT2 with risk (2018, background): “Literature Review The body of IB literature is large where numerous factors have been examined and many theories were formulated (Hung et al., 2012; Martins et al., 2014; Orel and Kara, 2014; Tam and Oliveira, 2016; Zhu et al., 2013).”
To Err Is Human(-oid): How Do Consumers React to Robot Service Failure and Recovery? (2020, background): “Consumers’ levels of technology readiness (Parasuraman 2000) or consumer innovativeness (Zhu et al. 2013) may influence their acceptance of changes and trust in technologyinfused service provision.”
The dark side of customer co-creation: exploring the consequences of failed co-created services (2015, background): “To overcome such negative effects, also embedding co-creation in recovery measures may represent a promising approach (Roggeveen et al. 2012; Zhu et al. 2013).”
Robots or frontline employees? Exploring customers’ attributions of responsibility and stability after service failure or success (2020, background): “269 particularly toward self-service technology (SST; Zhu et al., 2013).”
Exploring customers' responses to online service failure and recovery strategies during Covid‐19 pandemic: An actor–network theory perspective (2021, background): “However, Zhu et al. (2013) pointed out that because customers are recovering independently of the assistance of company personnel, SST design properties are significantly important to reduce customers' potential divergence from SST in SFR situations.”
Demand pull and technology push perspective in technology-based innovations for the points of sale: the retailers evaluation (2014, background): “…e.g. the automatic cash desks), based on automated and interactive interfaces that consumers can exploit without the assistance of an employee (Zhu et al., 2013), with benefits for reducing costs, and the quality of service efficiency (Lin and Hsieh, 2011; Lee et al., 2012; Elliott et al.,…”